Billing Support

This page is meant to offer support with issues relating to payments and refunds on subscriptions, marketplace items, gifts, and other billing problems you may encounter on the Roll20 platform.

Payment Issues

If you are having payment issues with your Roll20 account not related to the issues described below, please contact us through our web form using the email associated with your account so we can help. If you paid with PayPal, please also include the email associated with your PayPal as well.


From the Marketplace drop-down menu, you can access your purchase from the My Marketplace Items page. Under the item you want to be refunded, click the Actions icon, and hit Request Refund.

Refunds will be honored for Marketplace items if the refund is requested within 15 days of purchase and the item (in the case of art packs) has not been downloaded. You can view our full refund policy here.

402 Error / Card Decline

Declines can happen for a variety of reasons. When we submit a charge to your payment provider, they have automated systems that determine whether or not to accept the charge. These systems take various information into account, such as your spending habits, account balance, and card information like the expiration date and CVC. The best thing for you to do is follow up with your bank to see why the charges might have been declined.

Change Credit Card on Subscription

You can use this link to change or remove your credit card.

Change to PayPal for Subscription

At this time, we cannot automatically change your payment method to PayPal on an active Roll20 subscription. If you are interested in switching your payment method to PayPal, please contact us through our web form from the email associated with your account so we can provide manual assistance.

Billing Upgrade

All billing upgrades are pro-rated and calculated automatically by the system, so when switching subscription types (Monthly to Yearly or Plus to Pro), you will be credited for the amount of subscription unused, and charged the upgrade cost (if any) for the time remaining. You also will not be charged immediately, and instead the difference will either be added onto your next invoice alongside your normal rate or given back as subscription credit during your next billing period (generally your renewal date).

As an example, if you switched subscription types immediately after renewing from a Yearly Plus to a Yearly Pro subscription, you would not be charged immediately, instead the net upgrade cost $50~ would appear on your next renewal along with your normal renewal rate. The closer you switch towards the end of the subscription, the smaller this amount would be.

Check Your Subscription Credit Balance

You can check your subscription credit balance by going to the Manage Your Subscription page. If you have any questions or troubles with your subscription credit, don't hesitate to reach out.

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